CRM.COM Rewards & POS Ecosystem

What is CRM.COM Rewards?

CRM.COM Rewards application is designed to cover any business operations that aim to identify and award their loyal customers, via numerous reward offers. Such offers award loyal customers with conditional (or not) cashback that can be consumed on specific products, units (different merchant' stores), and specific days/hours or at the customer's discretion (with no conditions) without having any dedicated operations on the POS side (awards are agnostic to the POS system)

CRM.COM supports two reduction methods that define how the amount that is requested to be consumed (spend) by the customer will be reduced from the total amount that should be paid

Front-End Reduction - The reduction is done by a front-end system (i.e. POS) by reducing the amount of money that the consumer should actually pay
Back-End Reduction - The reduction is done is by a back-end system (i.e. PayPal) by letting the customer to pay for the full purchased amount and credit him through a payment gateway system or by generating a refund voucher

What is Point of Sale?

Point of Sale (POS) is the system that is used by an agent (cashier) to sell goods to a customer and collect the due amount in usually a face to face (over the counter) manner

Important Key Definitions

The following section lists a number of definitions that describe the key points in a POS & CRM.COM Rewards integration flow

Identify Customer	The customer is identified on the POS system by providing an identification mean, such as email address, phone number or card number
Create Customer Basket	A customer's basket is created when a set of products that is intended to be bought by the customer is presented to the POS (i.e. cashier counter) for submission
Close Customer Basket	A customer's basket is closed when the last intended product to be purchased is submitted in the POS (i.e. cashier counter) and no other adjustments (i.e. add/remove product) will be made
Complete Payment	Completing a payment is the process where the customer is prompted to pay for the purchased products via any form of payment, such as cash, credit cards, and awarded cashback
Award	Award is the amount that will be provided to the customer in the form of cashback when closing a customer's basket (given that the purchased products are eligible for an award based on a valid reward offer)
Spend	Spend is the awarded amount that will be deducted from the basket's total amount that the customer should pay for. The amount that a customer can spend is the total amount that the customer was awarded from previous purchases
Default Purchased Product	During the process of awarding a customer's purchased products, some products may do not exist in CRM.COM yet (due to a time-frame gap with the product synchorisation runs) Such products can be handled entirely by CRM.COM using a default purchased product without interrupting the POS flow, and once the related record is created in CRM.COM the merchant can retrieve the intended purchased products for further analysis

How to integrate your POS system to CRM.COM

The steps bellow describe a common scenario how to integrate a POS system with CRM.COM Rewards

The customer is identified by the POS agent using a phone number, card number, or email address
Once identified, the agent is creating the customer's basket into the POS system by submitting all products to it
Prior closing the customer's basket, the POS agent can preview the behavior of the award and spend (automatic, instant, and additional) based on the customer's basket
The customer's basket is closed when the last intended product to be purchased is submitted in the POS and no other adjustments will be made (Point of no Return)
The itemized POS sales transaction is submitted to CRM.COM and the customer is awarded
- CRM.COM awards the customer based on the purchased products (based on valid reward offers that are eligible for awarding such products)
The payment is completed by collecting the due amount for the purchased products
- The due amount can be settled via any form of payment, such as cash, credit cards, spending awarded amount, or even a combination of these

The following diagram illustrates the integration architecture and key points

CRM.COM & POS Product Synchronization

CRM.COM Product Synchronization allows a POS system to add or update a group of products that exist in the POS with the ones in CRM.COM usually through a background batch process, resulting into creating new products or update existing ones (e.g. name, description, category) in the CRM.COM

What is a CRM.COM Product?

Products are physical goods that can be used by any type of business transaction within CRM.COM software. Products are classified into services and physical goods. They can be sold rented or simply used by customers through multiple business events such as subscriptions, jobs, activities, direct sales and can also be awarded to reward participants through rewards

In addition, Products in CRM.COM have a set of attributes (type, brand, family, categories) that are used to determine their operational characteristics, define trademarks and group products based on common physical characteristics

Product Type

Product Type is used to determine the operational characteristics of products, and classify a product as a physical good or a service and what kind of a good or service is (i.e. termed, usage, traceable, non-traceable). For POS integration purposes, all products should have a product type that classifies products as non-traceable physical goods

Product Brand

Product Brand is used to define trademarks or distinctive names that serve to identify a specific Product

Product Family

Product Family is used to group products that derive from a common product platform and have similar physical characteristics

Product Categories

Product Categories are used to classify products into generic groups based on specified shared attributes

Putting it all together

Now that we have laid out all product attributes, let's put them together and present a couple examples of Products in CRM.COM

No.	Product	Product Type	Product Brand	Product Family	Product Categories
1	Galaxy Note 9	Technology	Samsung	Smartphones	Smartphone, Android phone, Octa-core processor
2	Samsung MU6070	Technology	Samsung	QLED TV	TV, QLED, 4K resolution
3	Brownie	Comestibles	Yummy Chocolates	Chocolates	Brownie, Chocolate, Diary
4	Croissant Double	Comestibles	7 Days	Croissant	Croissant, Chocolate, Vanilla
5	Iced Caramel Latte	Coffee	Coffee Brewers	Coffee	Coffee, Milk, Latte, Syrup

How Product Synchronization between POS and CRM.COM works

Product Synchronization can be achieved using CRM.COM Web API methods that a POS system can call periodically in order to synchronize product information between POS and CRM.COM

The following diagram illustrates the integration architecture and key points

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